• Title/Summary/Keyword: Compensation satisfaction

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The Effects of Online Service Quality on Consumer Satisfaction and Loyalty Intention -About Booking and Issuing Air Tickets on Website- (온라인 서비스 품질이 고객만족 및 충성의도에 미치는 영향 -항공권 예약.발권 웹사이트를 중심으로-)

  • Park, Jong-Gee;Ko, Do-Eun;Lee, Seung-Chang
    • Journal of Distribution Research
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    • v.15 no.3
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    • pp.71-110
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    • 2010

  • 1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is

    . 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality The relation between on-line service quality and overall service quality I-1. Efficiency of on-line service quality may have a significant effect on overall service quality. I-2. System availability of on-line service quality may have a significant effect on overall service quality. I-3. Fulfillment of on-line service quality may have a significant effect on overall service quality. I-4. Privacy of on-line service quality may have a significant effect on overall service quality. 3.2.2 The Hypothesis of On-line Service Recovery and Overall Service Quality The relation between on-line service recovery and overall service quality II-1. Responsiveness of on-line service recovery may have a significant effect on overall service quality. II-2. Compensation of on-line service recovery may have a significant effect on overall service quality. II-3. Contact of on-line service recovery may have a significant effect on overall service quality. 3.2.3 The Hypothesis of Overall Service Quality and Customer Satisfaction The relation between overall service quality and customer satisfaction III-1. Overall service quality may have a significant effect on customer satisfaction. 3.2.4 The Hypothesis of Customer Satisfaction and Loyalty Intention The relation between customer satisfaction and loyalty intention IV-1. Customer satisfaction may have a significant effect on loyalty intention. 3.2.5 The Hypothesis of a Mediation Variable Wolfinbarger & Gilly(2003) and Parasuraman, Zeithaml & Malhotra(2005) had made clear that each dimension of service quality has a significant effect on overall service quality. Add to this, the authors analyzed empirically that each dimension of on-line service quality has a positive effect on customer satisfaction. With that viewpoint, this study would examine if overall service quality mediates between on-line service quality and each dimension of customer satisfaction, keeping on looking into the relation between on-line service quality and overall service quality, overall service quality and customer satisfaction. And as this study understands that each dimension of on-line service recovery also has an effect on overall service quality, this would examine if overall service quality also mediates between on-line service recovery and each dimension of customer satisfaction. Therefore these hypotheses followed are set up to examine if overall service quality plays its role as the mediation variable. The relation between on-line service quality and customer satisfaction V-1. Overall service quality may mediate the effects of efficiency of on-line service quality on customer satisfaction. V-2. Overall service quality may mediate the effects of system availability of on-line service quality on customer satisfaction. V-3. Overall service quality may mediate the effects of fulfillment of on-line service quality on customer satisfaction. V-4. Overall service quality may mediate the effects of privacy of on-line service quality on customer satisfaction. The relation between on-line service recovery and customer satisfaction VI-1. Overall service quality may mediate the effects of responsiveness of on-line service recovery on customer satisfaction. VI-2. Overall service quality may mediate the effects of compensation of on-line service recovery on customer satisfaction. VI-3. Overall service quality may mediate the effects of contact of on-line service recovery on customer satisfaction. 4. Empirical Analysis 4.1 Research design and the characters of data This empirical study aimed at customers who ever purchased air ticket at the Web sites for reservation and issue. Total 430 questionnaires were distributed, and 400 were collected. After surveying with the final questionnaire, the frequency test was performed about variables of sex, age which is demographic factors for analyzing general characters of sample data. Sex of data is consist of 146 of male(42.7%) and 196 of female(57.3%), so portion of female is a little higher. Age is composed of 11 of 10s(3.2%), 199 of 20s(58.2%), 105 of 30s(30.7%), 22 of 40s(6.4%), 5 of 50s(1.5%). The reason that portions of 20s and 30s are higher can be supposed that they use the Internet frequently and purchase air ticket directly. 4.2 Assessment of measuring scales This study used the internal consistency analysis to measure reliability, and then used the Cronbach'$\alpha$ to assess this. As a result of reliability test, Cronbach'$\alpha$ value of every component shows more than 0.6, it is found that reliance of the measured variables are ensured. After reliability test, the explorative factor analysis was performed. the factor sampling was performed by the Principal Component Analysis(PCA), the factor rotation was performed by the Varimax which is good for verifying mutual independence between factors. By the result of the initial factor analysis, items blocking construct validity were removed, and the result of the final factor analysis performed for verifying construct validity is followed above. 4.3 Hypothesis Testing 4.3.1 Hypothesis Testing by the Regression Analysis(SPSS) 4.3.2 Analysis of Mediation Effect To verify mediation effect of overall service quality of and , this study used the phased analysis method proposed by Baron & Kenny(1986) generally used. As shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : efficiency=.164, system availability=.074, fulfillment=.108, privacy=.107) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : efficiency=.409, system availability=.227, fulfillment=.386, privacy=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service quality and satisfaction. As
    shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : responsiveness=.164, compensation=.117, contact=.113) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : responsiveness=.409, compensation=.386, contact=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service recovery and satisfaction. Verified results on the basis of empirical analysis are followed. First, as the result of , it shows that all were chosen, so on-line service quality has a positive effect on overall service quality. Especially fulfillment of overall service quality has the most effect, and then efficiency, system availability, privacy in order. Second, as the result of , it shows that all were chosen, so on-line service recovery has a positive effect on overall service quality. Especially responsiveness of overall service quality has the most effect, and then contact, compensation in order. Third, as the result of and , it shows that and all were chosen, so overall service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on loyalty intention. Fourth, as the result of and , it shows that and all were chosen, so overall service quality plays a role as the partial mediation between on-line service quality and customer satisfaction, on-line service recovery and customer satisfaction. 5. Conclusion This study measured and analyzed service quality and service recovery of the Web sites that customers made a reservation and issued their air tickets, and by improving customer satisfaction through the result, this study put its final goal to grope how to keep loyalty customers. On the basis of the result of empirical analysis, suggestion points of this study are followed. First, this study regarded E-S-QUAL that measures on-line service quality and E-RecS-QUAL that measures on-line service recovery as variables, so it overcame the limit of existing studies that used modified SERVQUAL to measure service quality of the Web sites. Second, it shows that fulfillment and efficiency of on-line service quality have the most significant effect on overall service quality. Therefore the Web sites of reserving and issuing air tickets should try harder to elevate efficiency and fulfillment. Third, privacy of on-line service quality has the least significant effect on overall service quality, but this may be caused by un-assurance of customers whether the Web sites protect safely their confidential information or not. So they need to notify customers of this fact clearly. Fourth, there are many cases that customers don't recognize the importance of on-line service recovery, but if they would think that On-line service recovery has an effect on customer satisfaction and loyalty intention, as its importance is very significant they should prepare for that. Fifth, because overall service quality has a positive effect on customer satisfaction and loyalty intention, they should try harder to elevate service quality and service recovery of the Web sites of reserving and issuing air tickets to maximize customer satisfaction and to secure loyalty customers. Sixth, it is found that overall service quality plays a role as the partial mediation, but now there are rarely existing studies about this, so there need to be more studies about this.

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    • A Study on Teenagers' Selection Attribute and Satisfaction of Fast Food Menu (청소년의 패스트푸드 메뉴 선택 속성과 만족도에 관한 연구)

    • JeGal, Yun-Hee;Hong, Ki-Woon;Ryoo, Kyung-Min
      • Culinary science and hospitality research
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      • v.15 no.2
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      • pp.108-120
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      • 2009

    • This study intends to examine the effect of the teenagers' selection attribute and satisfaction of fast food menu. Sampling was taken among the students of high schools at Changwon in Kyungnam province, and a total of 400 samples were distributed, among which 306 valid samples were used for analysis. After date cording, answers were processed by SPSS 12.0. As a result of the IPA analysis, the 1st quadrant included 8 variables, the 2nd quadrant 6 variables, the 3rd quadrant 5 variables, and the 4 quadrant 8 variables. Also, as a result of the factor analysis for menu selection attribute, 5 factors(atmosphere, food, staff, comfort, compensation) were extracted. It was found that only food has a statistically significant impact on satisfaction with fast food.

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    Effect of Job Stress and Job Satisfaction of Health Manager on Organizational Commitment (사업장 보건관리자의 직무스트레스 및 직무만족도가 조직애착에 미치는 영향)

    • Choi, Eun Seok;Park, Ki Soo;Kang, Yune Sik;Hong, Dae Yong;Park, Man Chul;Kim, Bo Kyung;Lee, Kyung Woo
      • Journal of Korean Society of Occupational and Environmental Hygiene
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      • v.19 no.3
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      • pp.250-260
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      • 2009

    • To improve work environment for health managers, it was investigated about effect of job stress, psychosocial stress and job satisfaction of health managers on job commitment. The sample used in this study consisted of 166 persons of industrial health managers. The data were collected with self-administered questionnaires between November 2007 and January 2008, and the results analyzed with ANOVA and multiple regression analysis. Job stress was evaluated by using a Korean Occupational Stress Scale(KOSS), and Psychosocial wellbeing index-Short Form(PWI-SF) was used for a psychosocial stress level evaluation. Organized commitment evaluated loyalty, compensation, welfare, job immersion, external employment opportunity, total agreement with employer and personal ability development. In path analyses, interpersonal conflict, lack of reward, psychosocial distress were associated with job satisfaction. And psychosocial distress, job demand, job insecurity, organizational system, occupational climate were associated with organizational commitment. In considering above findings, the health program for psychosocial distress, improvement of job demand, job insecurity, organizational system, occupational climate would be implemented to increase organizational commitment of Health manager.

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    Empirical study on the turn-over intention of university hospital nurses (간호사의 직무스트레스와 직무만족도가 소진과 이직의도에 미치는 영향관계 실증연구)

    • Bang, Byung-Mun;Lee, Sun Young;Cheong, Jong One
      • Journal of Digital Convergence
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      • v.13 no.2
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      • pp.205-213
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      • 2015

    • This study is a survey and research attempted to seek the ways of effective human resource management and improving the quality of nursing - targeting the nurses working for the general hospitals - by analyzing the impact of job satisfaction and job stress factors on exhaustion and turnover intentions, so as to find the nurses' turnover factors and remove those factors in advance. Although we cannot raise job satisfaction to the level we are satisfied by monetary compensation, i.e. salary alone, but as seen in this study, it is worth considering such ways as the subjects with high salaries showed relatively higher job satisfaction. Finally, in order to prevent the turnover of the competent nursing staff at an early stage, active systematic supplements and efforts are required; it is also necessary to provide constant job training, by taking into account of the specificity of nursing units and to secure and place adequate nursing staff, and to establish fair and objective promotion criteria.

    • https://doi.org/10.14400/JDC.2015.13.2.205 인용 PDF KSCI

    A Study on The Factors Influencing the Satisfaction and Effectiveness of Smart Learning in The View of HRD in Company (기업의 HRD 관점에서 스마트러닝의 만족도와 효과에 영향을 미치는 요인에 관한 연구)

    • Cho, Jae-Han
      • Journal of the Korea Academia-Industrial cooperation Society
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      • v.19 no.3
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      • pp.468-478
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      • 2018

    • The goal of this study is to propose a new directivity for business training based on an analysis of the learner's satisfaction, the cause of the learning effect and the cause of reenrollment in smart learning courses. The data from 878 learners of 11 companies was analyzed by ANOVA and multiple regression analysis and the following results were obtained. First of all, the satisfaction of studying by smart learning showed various results depending on the motivation, process and contents of studying. According to the results, high rates of satisfaction were observed when the people take an active part in studying, as reflected in the frequency and time of studying. Also, when the learning contents were presented in an animated manner, the satisfaction of the students was increased. Second, the motivation of the students to participate in the smart learning and study process was reflected in the frequency, time and quality of their studies, thus confirming the learning effect. Lastly, the satisfaction and effectiveness of studying by smart learning are the causes of reenrollment. Based on the analysis results, it was concluded that the corporation's support and proper compensation are needed to increase the rate of satisfaction and the effectiveness of smart learning from the corporation's perspective. Also, from the viewpoint of the smart learning system operators, it is necessary to find ways of developing the learning contents.

    • https://doi.org/10.5762/KAIS.2018.19.3.468 인용 PDF KSCI

    The effects of work value of vocational counselor to organizational commitment : Mediator effect of job satisfaction (직업상담사의 직업가치관이 조직몰입에 미치는 영향: 직무만족 매개효과)

    • Choi, Hyun-Ah;Kim, In-Gyu
      • Journal of the Korea Academia-Industrial cooperation Society
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      • v.19 no.2
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      • pp.472-482
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      • 2018

    • The purpose of this study is to examine the effects of work value of vocational counselors on organizational commitment and the mediating effect of job satisfaction. For this aim, this study conducted a survey concerning vocational counseling, work value, organizational commitment and job satisfaction targeting 207 vocational counselors in the Jeonbuk region. Analysis results found higher work value of vocational counselors resulted in higher organizational commitment. Second, concerning the relationship between work value and organizational commitment of vocational counselors, job satisfaction showed a significant mediating effect. Furthermore, in accordance with the type of work value, the relationship between organization commitment and both inherent and extrinsic work value had significant mediating effects on job satisfaction. Through this, the study confirmed that when vocational counselors recognize not only the inherent value of work is high, but also the extrinsic value such as benefits that could be obtained socially and economically through job, it is more likely to lead to increased organizational commitment. In particular, it was confirmed that extrinsic value is relatively more influential on job satisfaction and organizational commitment compared with inherent value. This indicates the importance of improving extrinsic value, such as material compensation and job stability, as well as inherent value, such as confidence and pride about the job, for increasing job satisfaction and organizational commitment.

    • https://doi.org/10.5762/KAIS.2018.19.2.472 인용 PDF KSCI

    Relationship between Happiness and Job Satisfaction of Dental Hygienists (치과위생사의 행복과 직무만족도의 관련성)

    • Ryu, Hae-Gyum
      • Journal of dental hygiene science
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      • v.17 no.2
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      • pp.168-174
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      • 2017

    • This study was conducted to provide basic data on the relationship between the happiness and job satisfaction of dental hygienists. The research subjects were 264 dental hygienists in Busan and Gyeongsangnam-do. The study was conducted using structured questionnaires and the collected data were analyzed using IBM SPSS software, ver. 20.0. The happiness index, which was based on general characteristics, showed the greatest significant differences in life satisfaction (p<0.05) among adults over 36 years of job experience, negative emotions (p<0.01) among adults under 25 years of job experience, and negative emotions (p<0.05) among adults with 4~10 years of job experience. The factors that improved the job satisfaction of dental hygienists were life satisfaction, prime duty at the work place, and a positive effect. On the contrary, negative emotions lowered the job satisfaction. The happiness of the dental hygienist is an important factor not only for the improvement of the hygienist's personal quality of life, but also the patient's health. It is necessary for dental hygienists to maintain good relationships with coworkers during in the workplace, as well as employers, to have an administrative system that offers proper compensation, improvement of the work environment, and opportunities to improve professionalism at the workplace.

    • https://doi.org/10.17135/jdhs.2017.17.2.168 인용 PDF KSCI

    Effects of Decision Making Style and Working Conditions on Organizational Effectiveness : Focused on R&D Employee of Small Business (성격유형 중 의사결정유형과 근무환경이 조직유효성에 미치는 영향 : 중소기업 연구개발 인력을 중심으로)

    • Park, Jung-Oun;Chung, Young-Bae
      • Journal of Korean Society of Industrial and Systems Engineering
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      • v.36 no.2
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      • pp.63-73
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      • 2013

    • Nowadays, the human resources of an organization are very important in order to survive in competitive business environment. This study investigates the influence of four decision-making styles in Myer-Briggs Type Indicator (MBTI) and working conditions on organizational effectiveness. Job satisfaction and immersion have been regarded as key conceptions of organizational effectiveness. The result of this study has shown that organizational effectiveness are influenced by personality types and working conditions. Based on the result, an enterprise must provide working conditions which are conducive and suitable for all decision-making styles. For ST-type, the composition of good relationship with superiors, clear organization's visions and goals and rewarding compensation on original idea contribution need to be provided. On the other hand, autonomic authority and job assistance in co-worker are more suitable for NT-type. Finally, in the case of SF-type, the organization must give job assistance in co-worker.

    • https://doi.org/10.11627/jkise.2013.36.2.63 인용 PDF KSCI

    The Study on the Impact of Identity of College Students on the Participation of the Voluntary Social Activity -Focusing on Self-Esteem, Morality and Social Welfare Ideology- (대학생의 의식구조가 자원봉사활동에 미치는 영향)

    • Lee, Hea-Sook
      • The Journal of Korean Academic Society of Nursing Education
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      • v.9 no.2
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      • pp.276-287
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      • 2003

    • The purpose of this study is to examine the impact of social voluntary activity on the identity of women's college students. universities are functionally constituted by teaching, researching and social service. Data for analysis are collected 439 students at K women's college in other to examine research questions, t-test and regression test. The results of this analysis are as follows : First, There was any gap in self-esteem, morality and social welfare ideology between the college students who had ever experienced social voluntary activity and who had not. Second, The personal characteristics did not give an impact, but their satisfaction was under the influence of institutional support for supervision and altitude of themselves for social service, which were part of the institution characteristics. Third, The social service effectiveness was not affected by the personal characteristics, except influenced by the instituitional characteristits such as degree of compensation an influence on self-esteem. also social welfare and morality were not affected. Fourth, There was any gap in self-esteem, morality and social welfare ideology between the impact of service satisfaction on service effectiveness.

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    Housing History of Sakhalin Returnees in Ansan Gohyangmaeul (사할린 영주귀국 동포의 주거생활사: 안산시 고향마을 거주 강제이주 동포를 중심으로)

    • Cho, Jae-Soon
      • Proceeding of Spring/Autumn Annual Conference of KHA
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      • 2009.04a
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      • pp.294-299
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      • 2009

    • The purpose of this research was to find out the housing history of Sakhalin returnees since leaving hometown under the Japanese ruling period. Face to face interview had been done with 20 returnees in the community center during October to December, 2008. Personal life as well as housing histories were differed by the reason to move into Sakhalin, which still influenced the returnee' life in Ansan. The housing they had lived changed from barracks like a training camp, to Japanese small wooden cottage/row house, and then Russian brick house/apartment. Housing alteration and addition were common to renew the old house. The boundary of residing area was mostly limited to the first residing location throughout one's life without a long distance move. Housing satisfaction was very high in Gohyangmaeul because of the improvement of housing facilities and residence itself as well as convenience of housing management compared to the residence in Sakhalin. Economic and emotional aspect of life satisfaction were also high through about 8 years of living in. Forced movers still require the compensation on hand no matter the amount.

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